laarni l. lanzarrote
PROFILE
I am a professional customer service officer with over 11 years of experience in handling multinational clients. My remarkable experience stems from years of providing excellent phone service
and one-stop solutions to our customers that is unprecedented through our strong customer service
orientation, creative problem solving, patience and empathy to build customer loyalty.
MORE ABOUT ME
CONTACT
--Cebu, City, Philippines
www.linkedin.com/in/laarnil
EDUCATION
Bachelor in Business Management
University of the Philippines in the
Visayas – Cebu College
Lahug, Cebu City
SKILLS
Excellent communication skills
Time management skills
Service Oriented
Telephone Handling
Multi-tasking
Typing Skills
Motivated and self-driven
Fast Learner
Team Player
Social Media Skils
EXPERIENCE
NOVEMBER 2007 – OCTOBER 2015
UNITED OVERSEAS BANK LTD SINGAPORE - SENIOR OFFICER
(LIFESTYLE MANAGER/SHIFT
LEADER)
Supports all bank products and
services: credit & debit cards,
revolving line of credit, retail
banking products and services,
concierge services, loans and
merchant services.
Take over team leader duties and
oversees the entire platform. Take
managerial calls, monitors service
level, assist agents if they have
questions regarding their calls.
SEPTEMBER 2006 – OCTOBER 2007
SYKES ASIA INC. - WORKFORCE
MANAGEMENT COORDINATOR /OMD
ANALYST
Manages daily running of the call
center to ensure accounts'
thresholds and operational targets
are met.
Monitors to ensure staffing and
schedule adherence are met.
MORE ABOUT ME
OTHER EXPERIENCES
APRIL 2018 - PRESENT
LIONBRIDGE - ONLINE MAPPING
ANALYST (REMOTE)
The role involved is completing tasks
related to online maps and routing.
Investigating geographical accuracy of
queries and ranking and rating related
information.
EXPERIENCE
JULY 2004 – SEPTEMBER 2006
SYKES ASIA INC. TECHNICAL
SUPPORT REPRESENTATIVE
Handles customer’s problems arising
from various products supported and
providing detailed information on
new products
Provides first line voice technical
support and accepts inbound calls
Generated repeat business through
successful client follow-up
NOVEMBER 2015 - PRESENT
Small Business Owner - Fia and Kai's
Gen. Mdse.
PERSONALITY HIGHLIGHTS
• Cheerful disposition
• Diligent, cooperative, dedicated to
work
• Open-minded, versatile, trustworthy
and dependable
• Can work under time pressure and
with minimum supervision
• Willing to undergo trainings and
seminars
• Has passion and commitment
CHARACTER REFERENCES:
Ms. Veronica Villavicencio
Team Manager
UOB Call Centre
Ms Florence Heng
Assurance Coach
UOB Call Centre
Ms. Maria Ana Dimacali
Team Manager
UOB Call Centre
AWARDS
Excellent Service Award
SINGAPORE - STAR Award - 17
October 2014
Excellent Service Award
SINGAPORE - GOLD Award - 17
October 2013
WORKSHOPS
Excellent Service
Award (STAR) Workshop at SHATEC
Institutes Pte Ltd, Singapore 11August 2015
Effective Probing Skills Programmes
at Beacon Consulting, Singapore - 18
January 2015
Work in a Diverse Service
Environment at Rohei Corporation
Pte Ltd, Singapore - 1 November
2014
Excellent Service Award (STAR)
Workshop at SHATEC Institutes Pte
Ltd, Singapore - 8 July 2014
Excellent Service Award (OLD)
Workshop at SHATEC Institutes Pte
Ltd, Singapore - 12 August 2013
